Client Engagement Adviser - Santam
(2024-03)
- Professionally handle inbound and outbound client engagements following approved service playbooks, call flows, and strict compliance guidelines.
- Conduct thorough needs analysis to assist clients with service inquiries, policy updates, appointment scheduling, and immediate resolution of escalations within strict SLAs.
- Maintain 100% accurate CRM documentation, call notes, dispositions, and customer record updates to ensure seamless service tracking.
- Drive customer retention initiatives by presenting tailored service options, cross-selling additional offerings, and building long-term broker/client relationships.
Outbound Sales Consultant - DirectAxis
(2019-01 - 2023-12)
- Executed high-volume inbound and outbound telephone calls using structured call scripts and consultative sales techniques.
- Identified customer needs through targeted questioning, confidently presenting product options and overcoming customer objections.
- Captured detailed interaction notes, dispositions, and verified customer data in the internal CRM system.
- Consistently followed up on unconverted leads and missed opportunities to maximize conversion targets and quality metrics.
Outbound Sales Consultant - iSelect (MerchantsSA)
(2016-01 - 2019-12)
- Managed outbound campaigns to convert online leads and digital inquiries into booked service packages.
- Utilized consultative approaches to recommend optimal broadband, mobile, and entertainment solutions tailored to customer requirements.
- Scheduled follow-ups and prioritized high-value opportunities while strictly adhering to quality standards and business SOPs.
Outbound Sales Consultant - Zestlife
(2013-01 - 2016-12)
- Conducted outbound calls to generate, schedule, and convert sales opportunities for financial protection products.
- Handled customer objections using approved scripting and presented optional add-on solutions to maximize customer value.
- Maintained prompt lead response times, updated CRM tracking tools, and consistently hit monthly production and conversion targets.
Sales Advisor (Telemarketing) - Metropolitan MMI
(2010-01 - 2013-12)
- Engaged prospective customers through inbound and outbound telemarketing campaigns.
- Followed strict call structures to qualify needs, present solution packages, and schedule client engagements.
- Documented detailed records of all interactions, customer details, and call dispositions.
Arrear Account Counsellor & Team Leader - Edcon Financial Services
(2006-01 - 2009-12)
- Led, coached, and mentored a team of 12 counsellors to maintain quality expectations, attendance standards, and high team performance.
- Handled escalated customer queries professionally and negotiated structured payment arrangements.
- Prepared detailed performance reports and managed high-priority customer portfolios.
Learner Policy Replacement Administrator - Sanlam Life
(2005-01 - 2006-12)
- Processed replacement documentation and verified data accuracy against administrative SOPs.
- Responded to client correspondence and maintained internal database updates.
